CompTIA A+ 1101 Troubleshooting

Question 1

1. plan for the change
2. estimate the risk associated with the change
3. have a recovery plan if the change doesn’t work
4. test before making the change
5. document all of this and get it approved
6. if approved, make the change

Answer 1

Change Management Process

Question 2

1. identify the problem
   - information gathering
   - identify symptoms
   - question users
   - determine if anything has changed
   - approach multiple problems individually
   - check log files
   - check documentation on changes
   - backup everything and have a rollback plan
2. establish a theory
   - start with the obvious
   - consider everything
   - make a list of all possible causes
   - research the symptoms
3. test the theory
   - confirm the theory
   - determine next steps
   - re-establish new theories or escalate if your theories aren’t correct
4. create a plan of action
   - build the plan
   - refer to vendor instructions
   - identify potential effects
   - make alternate plans
5. implement the solution
6. verify full system functionality
   - confirm the fix
   - implement preventative measures
7. document findings
   - list symptoms, actions, and outcomes

Answer 2

The Troubleshooting Process

Question 3

• inkjet: clean print heads or replace
• laser: check for scratches on the photosensitive drum and replace

Answer 3

Lines Printed Down the Page (Inkjet and Laser Printers)

Question 4

indicates an optical drum cleaning issue

Answer 4

Double Images or Speckling (Laser Printers)

Question 5

• indicates a fuser problem
• repair the fuser assembly

Answer 5

Toner Not Sticking to Paper (Laser Printers)

Question 6

check event viewer, and look for “Windows-PrintService” to troubleshoot

Answer 6

Multiple Print Jobs Pending in Queue (Printers)

Question 7

The Network Troubleshooting Process
1. check link light
- verifies connection to the network
2. ping loopback (127.0.0.1)
- internal IP of our device
3. ping local IP address
- checks local configuration, adapter, and link signal
4. ping default gateway
- checks connectivity on the local network
5. ping devices on the router’s other side
- 8.8.8.8 (Google’s DNS server)
- 9.9.9.9

Answer 7

The Network Troubleshooting Process